Order Policies

Satisfaction Guarantee

Our constant goal is complete fulfillment for all of our clients’ needs. Though such aspirations may seem impossible, our customer referrals imply otherwise. The path to becoming one of the Southeast’s largest customized product suppliers was paved by our complete satisfaction guarantee. Experienced and dedicated account representatives are always ready to assist in each step of the ordering process and afterwards, all the while devoted to client satisfaction. With this as our mantra, we pledge to provide only first-quality merchandise and superior customer assistance. If a client is not completely satisfied with their purchase and our service, we will do whatever necessary to make it right.

Product Pricing

Passport offers the highest quality products at the most competitive prices. With the ability to source nearly 1,000,000 items, we are able to provide superior goods while remaining within customer budgetary constraints. Our representatives take the time to discover exactly what the customer desires and then pricing alternatives are presented. Each quote includes all costs: per piece price, decoration, set-up, running charges, paper proofs, shipping fees (if known), and any other fees associated with the order.

Samples

So often when ordering customized products, it is difficult to envision how the final version will appear. Unlike many in the industry, Passport will gladly provide the opportunity to purchase a sample of the product before ordering a full run. We further reduce client costs by providing the item at sample pricing plus shipping and sales tax (where applicable).

Graphic Design

Our talented in-house team of graphic designers can create original artwork per a client’s specifications, quickly and efficiently. Regardless of whether it is logo development, branding designs, or other creative needs, design fees are just $65.00 per hour with a minimum of three hours. Customer service representatives gladly help with all facets of development and always provide an estimated cost before work is performed.

In-house digitizing

Having our enhancement capabilities in-house allows for great cost-control measures when personalizing items:

• Embroidered logos of 7,500 stitches or less have a one-time setup fee of $65.00 per design.
• Embroidered logos of 7,501-10,000 stitches have a one-time setup fee of $95.00 per design.
• Embroidered logos over 10,000 stitches require a personalized quote.

(Experience has shown that 85% of all logos are 7,500 stitches or less.)

An embroidered swatch is always provided for approval prior to production of any such orders.

Order processing times

While Passport has industry-best turn-times for production, these times vary. Please consult a Customer Service Representative for individual processing estimates.

Rush Orders

We make every effort to accommodate rush orders and such events are handled on a case-by-case basis. A rush fee may apply and will vary depending on the products and enhancements selected. Rush orders require immediate sign-off approval of artwork and/or swatches to meet rush delivery deadlines. If immediate sign-off does not occur, delivery dates obviously may change.

Canceled Orders

While we work with customers as much as possible, canceled orders may require a 30%+ restocking fee. An additional 20% fee will be charged to orders canceled after artwork approval or 40% after swatch approval. Orders may not be canceled once production has begun. Please call 1-800-606-1383 if you have any questions.

Change Orders

We are happy to accommodate any changes needed on any order. Due to warehousing and production issues however, alterations made after artwork approval will incur a $50.00 change order fee and a 30% restocking fee when necessary. In addition, the estimated delivery date for an altered order may obviously be delayed. Standard orders may not be changed once production has begun and special-order products may not be changed once the order has been placed.

PMS Matching/Thread Color Matching

Passport has a vast array of thread options but, if a needed color is not stocked, PMS matching is normally available. In the unlikely event that this is necessary, applicable charges will apply. A dedicated Customer Service Representative will provide all details and obtain approval before any action is taken.

International shipments

We proudly offer international shipping. Ask a dedicated customer service representative for details.